Know exactly what your customers want
Leverage intents and sentiment detection to enable automation and other efficiency tools in Gorgias. We comb through every ticket so you don’t have to.
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Leverage customer intents to boost your efficiency
Automate with precision
Don’t waste time doing repetitive tasks like tagging or closing a confirmation email. Leverage intents and sentiments in rules to automate your workflow with precision. When a customer is inquiring about a damaged item, cancellation, or exchange, have these automatically tagged and routed to a dedicated view. Optimize first-response time and CSAT while giving your team a boost for efficiency.
Did you get the subtext?
Is the customer angry? Are they in a rush, or in love with your brand? Gorgias uses sentiments to automatically detect how your customers are feeling. You can set up rules based on sentiments to automatically hide negative comments on facebook, or to make sure you flag promoters to help with marketing. Knowing how a customer feels will help you allocate your resources to give the extra attention required without the extra work.
More than words
Intents and sentiment detection in Gorgias is a sophisticated mechanism built to read beyond keywords. It’s immune to clashing keywords, e.g. I like how they look but it’s so uncomfortable, and will be able to determine the true sentiment of the customer on every occassion, so you can automate with confidence.
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Explore Steve Madden’s Help Center. Built with Gorgias.
Simplify social support for your store
Emotions often co-exist
A sense of urgency can occur around a customer experience that’s positive or negative, and even the negative comments aren't equally offensive. Humans feelings have always been complex, but sentiments in Gorgias can handle this nuance. Sentiments are carefully engineered to detect and weigh in multiple feelings that can occur simultaneously, so your automations will always be on point.
Auto-tag to organize your workflow
Tags help create views based on detected intents, sentiments or any of the parameters available in Rules. You can set a rule for auto-tagging customers with a last order more than a certain amount or that was received in the last 30 days.This creates a view that’s only dedicated to tickets auto-tagged by the corresponding rule.
For all the reasons why
Your customers reach out for various reasons, like updating their shipping address, or requesting an exchange. Intents in Gorgias can detect all of these reasons. You can organize tickets based on automated views and tags or set auto-replies to save yourself a step in the conversation.
WISMO - Where is my order?
You can easily monitor the percentage of tickets that inquired about the shipping status, based on intent reporting in Gorgias. If it's more than 10%, you may want to leverage more automation (e.g. auto-reply or self-service). We take care of the repetitive, copy-paste tasks, while you build relationships that convert.
Your most popular intents
We make it easy to identify the most popular reasons why your customers reach out. There's no routing, no coding and no premium to access this information, so that you have the knowledge required to build your business.
Create custom automation
Intents and sentiments in Gorgias are sophisticated enought to detect potential nuances in a customer inquiry while acting as a robust catalog of parameters you can use to create custom automations for each step of the lifecycle of a customer.
How our customers automate based on intent and sentiment feedback
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Best practices & tips to offer customer service on WhatsApp
More automation tools to leverage in Gorgias
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Start seeing the impact from the first week
